I purhcased an MP3 player for my son from Dell on January 2. On January 16, after trying numerous times to download CD's with continous problems, he called tech support. He talked to a tech, Mark Goodwin, who tried to help him.
The MP3 still was not working so he called Mark back. Mark told him some things to try, but those suggestions did not work. He called Mark again and was told he could return it for a new one. We have tried numerous times since then to get a new MP3, but it has never been delivered.
Every time I call tech support I get a different person who cannot speak fluent English. I get the run around when I ask to talk to a supervisor. I was told twice that the supervisor was busy with another customer and that he would return my call within the hour. The call was never received.
When I asked one tech for her name she replied, "Rose." I asked for a last name and she told he she did not have one and that Rose was her "business name."
My next attempt was to e-mail Dell. I was helped promptly by Mac (DTC34134) who told me that I could not get a refund for the MP3 because it was over 30 days since it was purchased. I replied and told him that it was not functioning properly and I consulted them about the problem well within 30 days of the purchase and gave him the tech's name (Mark Goodwin). I also asked for name of someone with the authority to give me a refund. He replied and told me it was a tech support issue and to contact them!
I feel that I have a legitimate complaint and I am within my rights for a refund. My son contacted tech support numerous times about the MP3 player and was informed that they would e-mail him an authorization number for UPS to pick it up.
I do not know where to turn since I cannot contact anyone to talk to "in person."
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